About the job IT Support Specialist | Remote Who We Need: The IT Support Specialist I will be responsible for providing a world-class phone and chat support experience, playing a key role in ensuring the highest level of support is provided to our internal customers on information technology-related issues. The ideal candidate will possess a minimum background of 2 years or equivalent certifications in the Information Technology field. We are currently looking for an energetic, hardworking, and knowledgeable team member that will fit into our Team Collaborative environment for the position of IT Support Specialist. What You Will Do: Chat and Phone-based Support to assist our internal employees with Information Technology related issues Work with our Support II/SME roles on escalation path for dealing with level II tickets Provide detailed ticketing to document the scope of work that has been completed that will assist other departments if ticket is escalated or transferred. Keep Support Team manager informed of user-related support requests as needed Ability to translate technical information in non-technical terms for verbal and written communication Ability to work in a team-oriented environment where we collaborate with our other team members for cross training and continuing documentation of our processes. Provide admin assistance as requested for internal systems and credential management for third party vendors. Create and configure user accounts for new users, and disabling/pruning old accounts as needed Management of user accounts, security and distribution groups as needed Configure Email connectivity and application installations as needed Assist users with their smart devices (phones, tablets) to obtain email as requested Ability to exercise discretion on sensitive or confidential internal matters Maintain confidentiality between other service-oriented departments (HR) Employ best security methods and practices to protect company data and borrower PII. Upholds ethics with relation to software provision and licensing Extended and weekend work hours may be required What You Need: At Least 1-2 years of experience and key knowledge of the following: End-User Service and Support OS support including, but not limited to MS Win10 and Mac Cloud-based portal management (Google, Office 365, etc.) Desktop, Laptop, and corresponding hardware (Dell, HP, IBM, Lenovo, etc.) Certificates preferred: Google Admin Cert, A++, CCENT, Network+, Security+ Customer service delivery Ability to work independently and unsupervised daily What We Offer: Strength, Stability, and Vision Great compensation package Opportunity for career growth A commitment to be a relevant market leader – we are aiming for the top! Octane, our engineered proprietary technology that is transforming the mortgage industry An empowered culture where your ideas are important and your voice matters Full Benefits, beginning the first day of the month following your start date, including Medical, Dental, Vision, Life, Disability Insurance, and much more Generous paid time off package that also includes all major holidays 401K w/ 50% match – Beginning the 1st of the month following 30 days of employment
